How to acknowledge ticket update but not trigger a worknotes notifcations

[Daniel Voutt]

Hi,

We have the out of the box "acknowledge" button enabled for incidents so that when a change has been made to the ticket, the tech is able to hit the button to acknowledge the update and it also clears the icon in the incident ticket list.

We have had a request from users to develop this feature so that it doesn't email the users on the watchlist each time this acknowledgement is triggered.   We've yet to decide on the process and if this change should be made, however, I would appreciate any advice you could provide in suggesting a way these watchlist notifications could be filtered out.

Currently the watchlist notif is triggered when "work notes change" and active is true, is there something else I can add into the filter to ensure that it doesn't fire when it's just an acknowledgement.

Alternatively, can I change the behaviour of the button so that it doesn't add the work note, but still clears the icon from the incident list?

Any advice/guidance would be appreciated.

Thanks in advance,

Dan

[Chuck Tomasi]

Hi Daniel,

Yes, you will need to understand what's driving those icons on the list. They are not there OOB.

I suspect this is done via field styles. Navigate to System UI> Field Styles and see if you can find/understand the condition that drives those icons. You CAN make it dependent on other fields, so if you have to... create another field that indicates if the update was made via the acknowledge feature or manually, or whatever and use that value to determine if the icon/field style should be displayed.

[Daniel Voutt]

The script behind the icon is:

javascript:current.sys_updated_by != current.assigned_to.user_name

I will update the button to do something else such as set the assigned to value to the existing value rather than update the worknotes

Thanks for pushing me in the right direction

[GregJWillis]

This I am pretty sure this is customized features, not OOB.   The notif rule you spoke of may be the OOB rule.   But, are you also saying that clicking on those Icons are the actual 'Ack' the assigned users does?   and that click updates the worknotes?   The code behind the 'showing of the icon' would be in a 'configure style' record on the 'number' field for the incident (like the caller_id's show the VIP icon) and the icon script must be some script include called from that same style (if this is the button they click) otherwise if there is a UI Action called 'Acknowledge' the script is in there.

[Daniel Voutt]

Thank you both for your responses - you are right the icon is a customisation and I wasn't aware of that, so I will just update the rules for that and leave all of the OOB bits alone so that they are upgraded if/when required.

Thanks again!

[GregJWillis]

I am not familiar with this OOB Button, and any more info on this would help...i.e.   Can you paste in the UI Action code script for this here?

But, I can guess that there will be a field that this button is updating, like 'u_ack_date' or something similar.   If you need to suppress the emails to the WatchList, I would look to see what the values of this field are before and after the ack.   Then use that in your conditions for the notif rule for worknotes updates to just the watchList (you would need a separate rule just for this condition).   I could see possibly using a 'registered event' triggered in the incident's 'events' business rule to trigger the notif rule too if needed for more complex conditioning and recipient list building.   But try the 'on update' rule conditions first.